Senior Help Desk Engineer (Tier 2/3)

​​​​​​Join #Ensiteam!

At Ensitech, we are a custom software development company with more than 19 years of experience delivering high-quality technology solutions.

We are seeking a motivated Senior Help Desk Engineer (Tier 2 to 3 Escalation Point) to support a distributed Microsoft 365 environment across multiple sites and remote users. In this role, you will serve as the organization's primary escalation point for complex technical issues, helping resolve Tier 2 and Tier 3 incidents while improving support operations and overall team efficiency. You will work closely with frontline technicians, IT leadership, and system administrators to troubleshoot issues, maintain documentation, and ensure a high level of service for end users. This is an excellent opportunity to make a meaningful impact within a Microsoft-centric environment while supporting a mission-driven organization.

What you get to do everyday:

• Serve as the Tier 2 and Tier 3 escalation point for complex technical issues across the organization.


• Resolve escalated incidents related to Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.


• Troubleshoot and support Windows 10 and Windows 11 endpoints for both onsite and remote users.


• Triage, prioritize, and help clear ticket backlogs, providing additional coverage during team absences and staffing gaps.


• Act as a backup escalation resource for the Systems Administrator when needed.


• Support user onboarding, offboarding, account provisioning, MFA resets, and access management tasks.


• Create and maintain technical documentation and knowledge base articles.


• Coach and mentor frontline support technicians to improve first-contact resolution rates.


• Collaborate with IT teams supporting multiple locations and remote field staff.


• Contribute to process improvements and operational efficiency across the support organization.

Minimum Requirements

• 4+ years of experience in IT Support, Service Desk, or a similar role with hands-on Tier 2 and Tier 3 escalation experience.


• Strong Microsoft 365 administration experience, including Exchange Online, Teams, SharePoint, and OneDrive.


• Solid troubleshooting experience with Windows 10 and Windows 11.


• Experience working with ITSM and ticketing platforms such as ServiceNow, Freshservice, Zendesk, Jira Service Management, or similar.


• Strong English communication skills, with experience supporting end users directly.


• Experience supporting distributed, multi-site, and remote user environments.


• Availability to work aligned with MST or CST business hours.

Nice to Have

• Experience with Microsoft Intune or other endpoint management solutions.


• Azure Fundamentals knowledge or exposure to Azure-based environments.


• Microsoft 365 or Azure certifications.


• Experience leveraging AI tools and Microsoft Copilot to improve support workflows.


• Background supporting nonprofit, healthcare, or field-service organizations.

What We Offer

✅ 100% remote opportunity

✅ Ensitech benefits package and full-time employment model through Ensitech

✅ Collaborative and supportive team environment

✅ Work with a mission-driven nonprofit organization serving multiple communities